SDM

Job Description (Posting).

When you are part of a $10+ Bn company that’s been voted as the Top Employer by Forbes, you know you can take a few things granted. Like a work life balance, for example. Like having a bouquet of benefits not just for you but for your family too. Like working on some of the most rewarding projects that change our world for better. At HCL we believe, at the end of the day, who we are and how happy we are is because of the people we surround ourselves with.

Started in 1999, HCL in Europe has provided an integrated suite of services — IT services, infrastructure management, engineering and R&D, and business services, to customers throughout Europe. HCL has developed world-class innovations and works closely with customers through Relationships that go Beyond the Contract. Through the years, HCL has won many vital European contracts, putting it at the highest of the ECU Service providers list.

Here is an opportunity is to be part of HCL Technologies

Title of role – Desktop Operations Manager

Location – London, UK

Employment Type - Permanent

Experience level needed – 5 – 10 years

Role definition
Primary responsibilities are:

• Desk side Support Management
• Manage Team that provide Incident Management, Request Services to our client
• SLA Management including Incident and Requests
• Oversee Local desktop operations (Productivity, queue management, escalations, aged tickets, shift coverage, incident/request validation, general quality, Asset Tagging and Inventory Management, Productivity )
• Vendor Management
• Customer Relationship Management
• Regular meetings with Team and Client
• Work with other members of the global management team in Desktop Support and Service Desk to enhance the delivery globally.
• Provide leadership to the Desktop Support Team including coaching as required
• Reporting and MIS
• Assist with scoping small/mid sized projects and oversee

Skills, Experience and Qualification Required

Technical Skills:

• Excellent understanding End User IT infrastructure – Desktops, Laptops, Printers, Handhelds, Smartphone and industry wide operating systems and applications i.e Windows 7
• Detailed understanding of IT Infrastructure in a Corporate Environment – Server/Network/Database
• Strong technical skills in Microsoft Windows desktop operating systems and business productivity applications i.e Windows 7, MS Office, Outlook etc

Additional Information

• Accurately testing, identifying, repairing, resolving, and documenting end user technical issues regarding /desktop support, printers, PDAs, BlackBerrys, and LAN cable drops
• Providing 2nd line IT support services to the business community ensuring that all requirements are met within agreed service targets
• Troubleshooting and resolving software issues; reimaging computers/hard drives Backing up and restoring settings and associated systems administration activities
• Categorize and prioritize end user support requests and service requests by utilizing a Customer ticketing system to track tickets and provide up-to-date status and information.
• Move equipment associated with escalated help desk incidents and service requests
• Performing asset inventory activities as needed.
• Trains and orients staff on use of hardware and software.
• Recommends and / or performs upgrades on systems (Workstations & Printers) to ensure longevity.
• Ensure all tools are used in line with policies and procedures, including Incident, Request, Knowledge Management and Knowledge Management

• Deliverables to include ensuring the proper levels of run and maintain support and hands-on assistance for IT infrastructure projects /upgrades (workstations)

Qualification

No. of Positions

Skill (Primary)

Employee Group

City

Entity

Auto req ID

Expected Date of Closure

Reporting Manager Designation